Senior Customer Success Manager

Vanta; Sydney; Remote; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Equity

Healthcare stipend

Parental leave (16 weeks)

Wellness stipend

Remote workspace stipend

Commuter benefits

Annual leave 20 days

9 company holidays

Team events

Global offices

Job summary

Vanta is seeking a Senior Customer Success Manager to manage and expand a portfolio of Upmarket client accounts, guiding customers through security and compliance journeys while driving retention, renewals and growth.

You will collaborate with Account Managers and cross-functional teams to identify opportunities, maximize long-term value, and champion a customer-first approach in a fast-growing security SaaS environment.

Qualifications

• 6+ years of experience in Customer Success at a SaaS company.
• Strategic book of business management.
• Willingness to collaborate and drive mutually beneficial outcomes.
• Bias for action with curiosity and iteration.

Responsibilities

• Drive revenue across key client accounts through cross-sell and upsell while managing churn risks.
• Lead renewals and negotiate to secure ongoing subscription revenue and growth.
• Leverage product knowledge to position compliance and security as revenue enablers.
• Uncover new business needs and position platform upgrades and services.

Skills

Customer Success

SaaS experience

Retention focus

Cross-functional collaboration

Communication skills

Job description

At Vanta, our mission is to secure the internet and protect consumer data. We believe that security should be continuously monitored and verified, and we empower organisations to achieve strong security and compliance outcomes through our specialised software solutions.

Vanta’s success over the last year was exponential and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible.

As a Senior Customer Success Manager at Vanta, you will play a key role in managing and growing a portfolio of Upmarket client accounts. You will be responsible for guiding customers through their security and compliance journeys while driving adoption, retention, and expansion of Vanta’s solutions.

In this role, you will combine a customer-centric approach with strong commercial ownership, contributing directly to revenue outcomes through renewals, upsell, and cross-sell initiatives. You will work closely with Account Managers and cross-functional teams to identify growth opportunities, shape account strategies, and maximise long-term customer value.

What you’ll do as a Senior Customer Success Manager at Vanta:

• Partner closely with Account Managers to drive sales and revenue across key client accounts, identifying and executing on cross-sell and upsell opportunities while proactively managing churn risks.
• Act as the primary commercial point of contact for assigned clients, managing relationships, leading renewals, and negotiating agreements to secure ongoing subscription revenue and sales growth.
• Apply deep product knowledge of Vanta’s platform and compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, Trust Reports, Risk Management) to drive sales, positioning compliance and security as enablers of clients’ revenue growth and customer trust.
• Consult with clients to uncover new business needs, driving sales opportunities by positioning relevant platform upgrades, additional frameworks, and services aligned to their corporate and compliance strategies.
• Manage and prioritise a portfolio of client accounts as a sales pipeline, focusing on expansion, renewal timing, and customer health to maximise lifetime value.
• Develop and execute account growth plans to increase sales revenue, expand platform adoption, and secure longer-term contractual commitments.
• Work closely with Support teams to protect the commercial value of accounts by resolving issues that may impact retention, renewals, or future sales opportunities.
• Act as the voice of the customer internally, providing insight into market demand, buyer behaviour, and opportunities to support product-led sales growth.
• Collaborate with Customer Success to drive adoption and engagement strategies that directly enable retention and expansion sales outcomes.

How to be successful in this role:

• Have 6+ years of experience in Customer Success at a SaaS company.
• Background in running a strategic book of business.
• Willingness to collaborate with others and drive mutually beneficial outcomes
• Self-motivated and curious: Bias for action and committed to iterating when necessary
• Work effectively in a highly ambiguous, ever-changing environment
• Possess clear and thoughtful communication skills, with strong critical thinking ability
• Be highly empathetic to customers, with a proven track record of long-term customer retention.
• Experience with hitting retention targets and creating happy, healthy customers
• Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up
• Experience working in the security or compliance industry is a bonus
• Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.

What you can expect as a Vanta'n:

• Industry-competitive salary and equity
• Healthcare stipend towards health insurance for you and your dependents
• 16 weeks paid Parental Leave for all new parents
• Health & wellness stipend
• Remote workspace, internet, and cellphone stipendCommuter benefits for team members who attend the office
• 20 days of Annual Leave per year
• 9 company-paid holidays
• Virtual team building activities, lunch and learns, and other company-wide events!
• Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney